Paula Beier
Magnolia,TX
'Success is not the key to happiness. Happiness is the key to success. If you love what you are doing, you will be successful.'
— Albert Schweitzer
Summary
Motivated leader and organizational problem-solver. 20+ years of Management background, team building knowledge, with a focus on using training, individual strengths, and morale-building techniques to maximize employee engagement.
Overview
9
9
years of professional experience
Work History
Customer Onboarding Manager
CAKE (division of Mad Mobile)
Houston, TX
11.2014 - 06.2023
- Create the Customer Centric Onboarding Process and maintain its success by changing and adapting to Customer's needs.
- Revised department processes to maximize customer service, while improving the work environment for the team.
- Mitigating Churn by coaching all team members on how to retain customer loyalty.
- Motivated and inspired employees to achieve goals and meet business objectives.
- Creating the team developed webinars to train the customers.
- Content management of the Customer University.
- Promoted team members inside the organization to other departments when applicable.
- Conducted regular industry research to gain consistent education on important factors like trends, legislation, and competitor activity.
- Resolved customer escalations and coached the team on the best practices for dealing with these issues.
- Able to work with other departments such as Customer Success, Logistics, Product and Development, and Customer Support teams to address and resolve concerns. Able to bring our Customer feature requests consistently to these teams.
- Regular evaluations with feedback to cultivate a highly talented team.
- Weekly 1:1 meetings with all team members
- Answering to the VP of Operations for all metrics.
- 96% adoption of products and services maintained
- 9.5% Customer Satisfaction Score consistently for the team (using Wootric)
- 90 days adoption requirement for KPI met in 45 days over 78% of the time.
Skills
- Salesforce
- Slack
- Zoom
- Calendly
- Trello
- Atlasian - Confluence
- WIKI
- JIRA
- Super Admin
- Lessonly
- Microsoft Office 365 Suite
- Able to use PC or MAC
Volunteering
- Super Bowl LI Host Committee - Houston, TX
- Friends of Saint Michaels - Board Chair - Tucson, AZ
Hobbies'
- Gardening
- Horse Grooming and Riding
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Onboarding Manager - CAKE (division of Mad Mobile)
11.2014 - 06.2023